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Toronto Hydro 2012 CR Report

INTRODUCTION OUR SERVICES OUR WORKFORCE OUR ENVIRONMENTal
INITIATIVES
OUR COMMUNITY
OUTREACH
OUR ECONOMIC
PERFORMANCE
OUR GOVERNANCE, COMPLIANCE
AND BUSINESS CONDUCT
My TorontoHydroTM
We launched the customer self-service portal in August to simplify our most frequent transactions
for customers doing business with us. Customer transactions that required a call to a Toronto Hydro
customer service representative can now be completed conveniently online. At the end of 2012, we
had more than 17,800 customer registrations.
The portal allows customers to:
• View bill and payment history
• Register for pre-authorized payments
• Perform move-in/move-out notifications
• Pull consumption data for landlords seeking new tenants
Online Engagements
• In 2012, we saw substantial growth in our social media channels: Facebook by 5 per cent,
Twitter by 345 per cent and YouTube by 550 per cent.
• We resolved approximately 500 customer inquiries through social media channels.
• We also created the Toronto Hydro Talks site to inform customers about regulatory affairs,
industry news and the state of Toronto Hydro’s grid. Visit torontohydro.com/learnmore
for more information.
Communication — The Key to Strong Relationships
• Last year, we developed a new Key Account strategy for our large customers to improve the
overall customer experience. Our Key Account representatives provide a single point of contact to
help them with service coordination. This program offers customized electricity distribution and
conservation and demand management solutions, as well as access to 24/7 power outage
information and updates.
• To better serve our small and medium customers, we have now implemented a segmentation
strategy, which offers this customer base access to call centre specialists trained to handle their
unique business needs.
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